Submission of Complaints
Complaints for any JCI-accredited organization may be submitted by mail or email. Please include the following:
1-2 pages summarizing the issues (in English, when possible)
Name, street address, city, and country of the health care organization
Name and contact information of the individual submitting the complaint (optional)
Complaints that contain contact information will allow JCI to follow up with the submitter if further clarification is needed or to request additional necessary information.
The name and contact information of the individual or individuals submitting the complaint will be kept confidential and will not be disclosed to any other party without the express permission of the submitter, unless otherwise required by law. However, it may be necessary to share the complaint with the subject organization in the course of JCI’s review.
JCI will review and evaluate all complaints, as appropriate, based on the information JCI receives. JCI requires that accredited organizations must ensure that no retaliatory actions will be taken against individuals who submit complaints to JCI.
Submit Complaints to:
Quality and Safety Monitoring
Joint Commission International Accreditation
1515 West 22nd Street, Suite 1300W
Oak Brook, IL 60523 USA
Scope of Complaint Evaluation
Complaint information about JCI-accredited organizations is used to strengthen the oversight activities of JCI and improve the quality of care and safety of patients in accredited facilities. JCI will address all complaints that relate to issues within the scope of the international standards to determine whether they raise any credible suggestion of failure to comply with standards. These include issues such as patient rights, care of patients, safety, infection control, medication use, and security.
JCI will not address individual billing issues and payment disputes, nor issues for which JCI has no jurisdiction such as labor relations and the individual clinical management of a patient. JCI is not an appropriate forum for the resolution of concerns about the clinical management of an individual patient. JCI does not review complaints of any kind for non JCI-accredited organizations.
JCI Response to a Complaint
JCI encourages individuals to first bring the complaint to the attention of the health care organization's leaders. If this does not lead to resolution, the complaint should be brought to JCI for review.
JCI’s response to a complaint begins with a review of past complaints about the organization, if any, and the organization's accreditation survey report. Depending on the nature of the complaint, JCI will take one or more of the following actions:
Where serious concerns have been raised about patient safety or standards compliance, JCI may conduct an on-site evaluation of the organization.
JCI may ask the health care organization to provide a written and/or verbal response to related patient/staff/visitor safety concerns identified within the complaint.
JCI may incorporate the complaint into the quality monitoring database that is used to continuously track the performance of accredited health care organizations over time.
JCI may review the complaint at the time of the health care organization's next scheduled accreditation survey if it is scheduled in the near future.
Release of Complaint Information
Upon the submitter’s request, JCI provides the number of complaints an organization has had that met the criteria for review. After JCI completes its review, if requested the following information, as appropriate, will be provided to the complainant:
Any determination that the complaint is not related to JCI standards or policies
An accredited organization’s accreditation status
The applicable standards reviewed
Any standards for which Recommendations for Improvement were issued as a result of the review; and, when applicable.
JCI Accreditation Program’s policies prohibit the JCI Accreditation Program from disclosing to a complainant/submitter whether a submitted complaint and/or concern is substantiated.
JCI will use established objective criteria to guide its disposition and analysis of complaints and other information received regarding JCI accredited health care organizations. The complaint review process evaluates not only an organizations compliance with the JCI standards & policies, but the established policies and procedures of the organization, laws and regulations of the country to the extent JCI is aware of such laws, and potential cultural influences.
The organization is currently accredited by JCI.
The complaint/incident information is relevant to JCI standards.
The information relates to the organization’s performance within the past three years.
The information provided is sufficiently clear to determine its specific pertinence to the organization, without doubt.